WIXLIB

cCommon Fflex Standard licenses. The Common Flex EA50 License includes features such asinbound and outbound calling, and caller ID, and is sold only with Enterprise Flex licenses.Common Flex Standard License. The Common Standard Flex License is a subscription licenses whichincludes features such as inbound and outbound calling and caller ID, and is sold only with Named FlexLicenses.2.3Additional Optional Service Features. Except where explicitly stated otherwise, these Optional ServiceFeatures are available for both bundled and unbundled service.2.3.12.3.1.1Migration Services. If applicable, Customers implementing VCE may choose to have Verizon: 1) assistwith the extraction of user data from Customer’s current Hosted IP Centrex (HIPC), Centrex, or privatebranch exchange (PBX) systems; and, 2) use that information to configure new VCE users. Customerunderstands that data extracted from their current HIPC, Centrex or PBX systems may not match therequirements of the VCEs user and that adjustments to VCEs user configurations may be required. Aspart of Migration Services, Customer will allow Verizon to retrieve telephone number, CPE, and featureconfiguration data from the applicable legacy platform and to import that data into like VCE services andsupported CPE.Migration Supplemental Services. Migration Supplemental Services provide services that areoutside of the scope of Migration Services. These services may include assistance with a Customerowned PBX extraction or other enhanced services as requested by Customer. Verizon will provide aquote to Customer for the requestedmigration supplemental services.2.3.2Virtual Communications Express Dialer for Google Chrome. Customer’s end users who install theGoogle Chrome Web browser on a PC or Mac can also download the VCE Express Dialer from theGoogle Chrome App Store.2.3.3Virtual Communications Instant Meeting Conferencing. With the Instant Meeting Conferencingfeature, Verizon provides seven-day, 24-hour conference calling capability. Customer purchases one ormore Instant Meeting conferencing bridge which includes 140 ports of bridge capacity, and the desiredquantity of meeting hosts (Moderators). Instant Meeting Conferencing Service includes the followingcapabilities:2.3.3.1Dial-Out Initiation. Allows the Moderator to dial out to conference participants one at a time.2.3.3.2Conference Recording. Allows the Moderator to initiate a digital recording of a conference call bydialing the required star code while a conference is in progress. These recordings are stored by Verizonfor thirty (30) days and are available for download by the Moderator or Customer Administrator throughthe MyPhone portal.2.3.4Virtual Communications Express Call Center. With the VCE Call Center feature, Verizon provides afully integrated communications management capability, enabling automatic call distribution,customizable automated answer, and network queue hold music for Customer’s supervisors and agentshandling calls in a call center environment. VCE Call Center capabilities include:2.3.4.1Routing Definition. Routing definitions are provided for overflow, stranded, and after-hours calls.2.3.4.2Supervisor Role. The call center supervisor can monitor the status of call center agents, provide anemergency and escalation path for agents, participate as an agent to receive calls, move the positionof callers waiting in queue, view the current activity in the MySite portal, and view reports.2.3.4.3Software Clients. Using web-based clients, agents and supervisors can log into the call center,change status, click to dial, click to answer, hold or transfer calls, and initiate a conference call, andaccess company and personal phone directories. 2016 - 2020 Verizon. All Rights Reserved.Page 4 of 13336434 134

2.3.4.4Dialed Number Information Service (DNIS) Support. Supports multiple inbound phone numbersusing the same routing logic and identify dialed numbers, so a call center can provide customizedgreetings to callers.2.3.4.5Enhanced Reports. Provides detailed reporting on agent and supervisor activity and DNIS levels, inaddition to call statistics.2.3.4.6Administrator-defined Preferences. Inbound calls are processed and distributed based on thefollowing Customer Administrator defined preferences: Automatic call distribution with multiple distribution policies Scheduling and alternate routing policies Queuing policies by call and agent status Scheduled reporting Customizable announcements2.3.5Virtual Communications Express Call Recording. With this feature, Verizon enables users to record,store, organize, and access recordings of incoming calls. Call recordings are retained for 30 days.2.3.6Unified Communications Applications. Unified Communications Applications enable a user with theStandard User feature set to exercise the capabilities of the Premier User feature set listed below, duringinteractions between Premier Users and Standard Users equipped with the following UnifiedCommunications Applications.2.3.6.1Instant messaging and presence (IM&P) to chat and to see their status (i.e., Busy, Available, On a call,In a meeting);2.3.6.2Share what is displayed on the desktop through a web browser;2.3.6.3Receive a Mobile Client and Soft-phone Client; and,2.3.6.4Initiate calls and use IM&P through MS Outlook and Lync.3. SUPPLEMENTAL TERMS3.1Customer-Obtained Facilities. Customer is responsible for ensuring that all equipment, software, wiring,power sources, telephone connections and/or communications services necessary for inter-connectionwith Verizon’s network or otherwise for use in conjunction with VCE are compatible with Verizon’srequirements (including being certified by Verizon for use with VCE) and that they continue to be compatiblewith subsequent revision levels of Verizon-provided equipment, software and services.3.2Site Preparation. All necessary site preparation will be completed by Customer, unless otherwise mutuallyand expressly agreed, prior to Verizon’s performance of the required activities.3.3Protected Health Information. Customer will not use the service in a way that causes Verizon to create,receive, maintain, or transmit “protected health information” (PHI) that would make Verizon a “businessassociate” to Customer (as both terms are defined at 45 C.F.R. § 160.103). If Customer uses the callrecording feature, Customer will prohibit the discussion of PHI. If PHI is discussed and recorded,Customer’s Moderator will delete all such references from the recording.3.4Unsupported Use. Certain service disruptions may occur with VCE and Verizon will not be responsiblefor any service disruptions to servers or networks that are not managed by Verizon. Communications withanalog modems are only permitted with Codec G.711 without silence suppression. Alarm lines of any kind(whether or not they use modems) are unsupported on VCE. Customer will not change the Verizon- 2016 - 2020 Verizon. All Rights Reserved.Page 5 of 13336434 134

installed design and/or configuration without Verizon’s agreement, as such changes may interfere withVerizon’s ability to provide VCE in whole or in part.3.5Service Restrictions. Customer expressly acknowledges that any violation of the following restrictionson its use of VCE may result in the immediate suspension or termination of VCE.3.5.1Customer will obtain Verizon’s written consent before modifying the Verizon-installed configuration andwill not use VCE for telemarketing, fax broadcasting, fax blasting, continuous or extensive call forwarding,in any outbound call center environment or in connection with any similar application, or utilize autodialers or any similar type of device in connection with VCE.3.5.2Customer will not represent to Verizon multiple remote locations (i.e., locations remote to or residingbehind Customer’s hub location) as a single site during the design and provisioning process.3.5.3Customer’s design will not be configured with more than 8:1 oversubscription, i.e., no more than eightDIDs (direct inward dialings) per simultaneous call.3.6Call Origination. Verizon will pay and assess applicable taxes and inter-carrier compensation on VoIPService calls based on the originating location provided by Customer. Customer is responsible for anyCustomer or third-party claims arising from Customer’s provision of an originating location that differs fromthe actual origin of a call.3.7Data. Verizon is not responsible for data backup, loss, or retrieval.3.8Call Recording. The call recording feature includes an announcement to a caller that the call may berecorded, and Customer will not remove that notification. Customer agrees to obtain the consent of callparticipants as required by applicable law, including any laws that prohibit the conditioning of consent uponparticipation on the call. If required by law, Customer must afford callers the capability to callCustomer without being recorded. Further, the recording of any PHI is prohibited (see section 3.3,above). If Customer uses Call Recording, it will supplement the notification of Call Recording with awarning against the provision of PHI by the caller.3.9911 – Emergency Calling3.9.1E-911 Regulatory Requirements – U.S. A provider of “interconnected VoIP service,” as defined by theFederal Communications Commission (FCC), is required by the FCC to route emergency 911 calls inconjunction with such VoIP service where such 911 calling is available.3.9.2Emergency Calling – Europe. Calls to local emergency numbers (e.g. 112 or 999) are supported aspart of the IP Trunking service detailed above in section 2.1.2.2 Trunk Capacity (unbundled).3.9.3Emergency Calling Access Limitations. Customer is responsible for notifying its end users of thefollowing common events that can limit access to emergency calling via VoIP service:3.9.3.1Loss of Power. VoIP service will be interrupted if there is a loss of electricity/power supply.3.9.3.2Loss of Broadband Service. VoIP service will be interrupted if the attendant broadband connectionis not available.3.9.3.3Failure of Equipment. The malfunction or failure of equipment, software, or hardware necessary forend-to-end Internet functionality (e.g. routers, IP phones, analog gateways) can limit access toemergency services. 2016 - 2020 Verizon. All Rights Reserved.Page 6 of 13336434 134

3.9.3.4Failure to Register New Location of Equipment. Calls from a VoIP phone used at a location otherthan as follows: Verizon is not able to provide emergency services to an end-user unless, in the U.S.,the end-user has properly registered his or her service location.3.9.3.5Non-Authorized Telephone Number. A call by an end-user using a number that is not registered withVerizon.3.9.3.6Non-Native Telephone Number. A call by an end-user using a non-native telephone number (i.e., atelephone number from a local exchange area different from where the caller is located).3.9.4End-User Notice Requirements. Customer will notify all of its end-users of the interaction and/orlimitations of E-911 as set f

May 15, 2020 · 2.3.3 Virtual Communications Instant Meeting Conferencing. With the Instant Meeting Conferencing feature, Verizon provides seven-day, 24-hour conference calling capability. Customer purchases one or more Instant Meeting conferencing bridge which includes 140 ports of bridge capacity, and the desired